Driving Customer Success through Expert Technical Support
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The platform empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends; driving impactful decisions and actions. This is achieved by capturing and contextualizing customer interactions, surfacing insights and predictions, and powering actions and workflows that are essential for business success.
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Main Responsibilities
* Acting as a primary point of contact for customer inquiries via Zendesk ensuring timely and high-quality resolution.
* Diagnosing, troubleshooting, and resolving complex technical issues related to the product's features, integrations, and APIs.
* Maintaining a customer-first approach, proactively identifying pain points and advocating for solutions that improve the customer experience.
* Escalating critical technical issues to Tier 3 Support and Engineering teams, ensuring clear documentation and effective collaboration.
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Key Requirements
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* Becoming an expert in the product, mastering its features, integrations, and workflows.
* Providing deep technical guidance on 3rd party integrations such as telephony systems, web conferencing tools, CRMs, and API-based custom implementations.
* Identifying and documenting workarounds and solutions for known issues, helping customers stay productive.
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Prioritizing Team Collaboration
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* Working closely with Engineering, Product, Sales, and Customer Success teams to drive resolution of customer-impacting issues.
* Advocating for the Voice of the Customer, providing insights that influence product enhancements, bug fixes, and roadmap priorities.
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Required Skills and Qualifications
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* B2B SaaS Product Expertise: Experience supporting enterprise-level clients with SaaS products.
* Database & Querying: SQL, Snowflake, Elastic/Kibana, Data Visualization.
* System Administration & Integration: Experience with Okta, Azure provisioning, SFTP, GitHub, and configuration implementation.
* Coding & Automation: Familiarity with Python, HTML/CSS, and scripting for debugging and automation.
* Cloud & DevOps Exposure: Some knowledge of AWS, Linux, and cloud-based infrastructure.